Internet provider · Connectivity hell
Optus
Up to a lot. Down to not much.
Public Wi-Fi complaints
As of 5 November 2026. The chart shows complaints per full UTC day since tracking began. See how this is counted.
Public complaints
In their own words
Examples behind the count. The wall moves on its own; hover, focus or touch it to pause.
Practical help
Check Optus, then make a case
Start with the provider’s own equipment and outage checks. Save your plan wording, repeatable measurements and support reference before asking for an investigation.
Applies to: Optus Ultra WiFi Modem (Gen 2) and Ultra WiFi Booster (Gen 2), menus as shown in Optus’s device guides in 2026. The Optus Ultra WiFi 5G Modem and older Sagemcom modems have different menus. · Checked 3 November 2026.
Check your Optus Ultra WiFi Modem
These checks apply to Optus Ultra WiFi Modem. Check the model before following its menus.
Sign in and click Home to see the modem information.
Click Settings, then Continue below Modem Settings, to see the internet connection information.
Check the Internet light; solid green means connected and solid red means a connection error.
Solid blue means the modem is using its 4G backup SIM, not the nbn.
Separate the service from your home Wi-Fi
For the exact settings and supported equipment, see the Optus Ultra WiFi Modem guide.
Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.
Compare a wired connection to the router with Wi-Fi on the same device.
Repeat the same test server during the slowdown and at a quieter time.
Record download, upload, latency and whether another household device was using the connection.
How to complain to Optus
Use Optus’s official support to report the fault. Request a formal complaint reference if it remains unresolved.
Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.
For the local escalation route and conditions, follow the Australia complaint guide.
11 November 2022 · Federal Court penalties
The ACCC reported penalties of A$13.5 million for Optus over misleading representations about certain NBN plans. The case concerned maximum attainable speeds and customer notification.
This is historical context, not an open compensation offer or evidence about your current connection. It does not establish your eligibility.
Collect the evidence with Kilobat
On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.
The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.
Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.
Provider sources (12)
- Optus device guides: Establish a connection to the modem settings menu (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Guide to the modem settings menu (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Restart your modem (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Restore factory default settings (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Set up port forwarding (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Change Wi-Fi Hotspot channel (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Guide to the modem LEDs (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Block websites (Ultra Wi-Fi Gen 2) ↗
- Optus device guides: Ultra Wi-Fi Gen 2 specifications ↗
- Optus Ultra WiFi Modem (Gen 2) quick start guide (PDF) ↗
- Optus Ultra WiFi Booster (Gen 2) quick start guide (PDF) ↗
- 11 November 2022 · Federal Court penalties ↗
Your rights and escalation route
What to do if the provider does not fix it
Rules depend on where the service is supplied and on your agreement. These jurisdiction guides explain the documented process and link to official sources.
Slow NBN speeds: evening tests, provider complaints and the TIO
Compare your results with the right NBN plan figure, then ask your retail provider to investigate. The ACCC and the TIO have different roles.
Check the typical evening speed
The ACCC recommends advertising typical NBN speeds during the busy period from 7 pm to 11 pm. Record the figure your provider publishes for your plan.
A plan tier and a typical evening speed are different references. Copper and fixed-wireless access can also have technical limitations.
Contact the company that sells you the service
Run comparable wired tests during the slowdown and at a quieter time.
Save your plan wording and record the access technology if you know it.
Ask your retail provider to check line capability, faults and the speed provisioned on your service.
Request a complaint reference and a written explanation of the proposed fix.
Escalate an unresolved complaint
The Telecommunications Industry Ombudsman handles eligible individual disputes after you have given the provider a chance to resolve the issue.
The ACCC provides guidance and can take enforcement action over misleading claims. It does not resolve individual broadband-speed disputes.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Official sources
Find the failing hop
Give support something they can investigate.
When a connection fails, Kilobat checks your Mac’s Wi-Fi, router, internet access and DNS in turn. That helps separate a local signal or router problem from a fault farther along the route.
Keep dated results and test conditions. The free support report helps you explain what happened. Kilobat Pro can assemble a reviewed PDF complaint pack with measurements, an incident timeline, your plan details and the remedy you request.
You decide what to include and send it yourself. Measurements from one Mac cannot establish service-wide uptime or prove operator fault.
PDF dossier · reviewed by you
Evidence you can send
